Frequently Asked Questions
Helpdesk Support - FAQ
How do I sign up for a support account?
- Go to the Helpdesk page on CityU Website
- Select “Register now”
- Fill in the required details (e.g., name, email, password)
- Check your email inbox for a One-Time Password (OTP).
- Enter the OTP on the site to complete registration
- Once verified, you will be logged in automatically and be able to create support tickets
Can I submit a ticket without creating an account?
No. Guest Tickets are not available. You must have a registered account to open or track support tickets. Registration includes email OTP verification to ensure account security and prevent spam.
How do I create a new support ticket?
- Log in to your account using your registered email.
- Click “New Ticket” in the helpdesk menu.
- Fill in the subject, description, and any required custom fields.
- Select the appropriate nature/department of the issue.
- Click Submit to send your ticket to the support team.
What details do I need to provide in a ticket?
Each ticket requires:
- A clear subject line
- Your Student ID/Registration Number
- A detailed description of the issue or question
- Any other fields relevant to your request (these may vary depending on department)
How will I know my ticket was received?
You’ll receive an automatic notification confirming your ticket has been submitted. You’ll also get emails for every agent response or ticket status update.
What do the ticket statuses mean?
- Open – Your ticket has been received and is in the support queue
- Unresolved – The ticket is being worked on
- Awaiting Your Reply – The agent needs more info from you
- Closed – The issue has been marked as resolved
How do I track and respond to my tickets?
After logging in, click “My Tickets” in the helpdesk menu. You’ll see a list of your current and past tickets with filters like:
| Filter | Description |
|---|---|
| All | All tickets you’ve submitted |
| Unresolved | Tickets still in progress |
| Closed | Resolved tickets |
Can I reply to tickets from my email?
No. In order to reply to a ticket you will need to either manually login back to the Helpdesk Support Page or use the link provided in the replied email.
How do I close a ticket once the issue is resolved?
Log in, open the relevant ticket, and click “Close Ticket” or “Mark as Resolved.” You may be able to reopen it later if you simply reply to a closed ticket. This action will re-open the ticket automatically.
Are my tickets visible to others?
No. All tickets are private and visible only to you and the support team. No one else can view or comment on your tickets.
What does “Out of SLA” mean?
This means the ticket has exceeded the expected response time defined by our Service-Level Agreement (SLA). It alerts both sides that the issue requires urgent attention.
